Summary

Posted: Mar 29, 2021

Weekly Hours: 40

Role Number:200234247

The Senior Program Manager, AppleCare, will play a key role in the Global Digital Experience & Merchandising te...Summary

Summary

Posted: Mar 29, 2021

Weekly Hours: 40

Role Number:200234247

The Senior Program Manager, AppleCare, will play a key role in the Global Digital Experience & Merchandising team in leading the AppleCare business across the Apple Store Online. This role will require collaboration with various partners across Apple to develop and drive the business plan and strategy for AppleCare. The right candidate must have demonstrated the ability to build and execute business plans and be a specialist in best in class digital practices including business reporting, program management, customer journey, and performance merchandising.

Key Qualifications

• 5-8 years digital commerce or equivalent experience.
• Shown analytical and numerical aptitude; versed in site analytics and proficient in analyzing data for decision making.
• High attention to detail and obsesses over customer experience.
• Ability to collaborate cross-functionally in a high-energy, fast-paced environment.
• Deep knowledge of the global retail industry and digital commerce trends.
• Demonstrated ability to achieve strategic goals in an innovative and fast-paced environment.
• Outstanding verbal and written communications skills, with experience presenting to executives.
• Excellent project management skills, including work prioritization and planning.
• Exceptional ability to problem solve, develop creative solutions, and demonstrate resourcefulness.

Lead capital planning strategy and development of AppleCare business plan: evaluate state of the business, prioritize opportunities to enhance and drive forward AppleCare performance, and define KPIs to grow AppleCare's business for the Apple Store Online.

Gather data analysis/insights from various sources including but not limited to: sales data, site engagement metrics, customer chat and survey data, to inform discussions and the development of business optimizations and merchandising briefs.

Partner with analytics teams to ensure data is easily accessible in dashboards and reporting is consistent across the business teams.

Present AppleCare business performance insights to senior leadership on a regular basis in weekly, monthly, and quarterly business reviews, in addition to key retail moments including new product launches and promotions.

Develop AppleCare business requirements for capital projects to support Product Management teams.

Lead roadmap of all AppleCare projects and optimizations from ideation through execution with cross-functional teams to ensure timely execution and prioritization of projects.

Identify optimization and A/B test opportunities to enhance the online experience for customers through merchandising, promotional campaigns and product improvements.

Partner with regional teams to identify regional specific needs and business approach for AppleCare initiatives.

Education & Experience

BA/BS required, MBA a plus

Additional Requirements

• Regular meetings with peers in Asia and Europe during overlapping business hours.